Complain About Hooktheory - learn how to file a complaint

Don't hold your breath for an instant fix. It feels like a small team, so patience is key.

• Be hyper-specific. Instead of saying 'it's broken,' say 'the MIDI export function on Chrome for Mac OS is corrupting the file.'
• Include a link to your actual Hookpad project so they can see the problem themselves.
• Always provide screenshots or, even better, a short screen recording of the bug happening.

If your emails to Hooktheory support go unanswered, your options are limited but clear. First, make sure you've given them a few business days to respond. If there's still silence, your best bet for billing issues is a credit card chargeback. Contact your bank or credit card company, explain that the service is not working as advertised or that you have an unresolved billing error, and file a dispute. For non-billing issues, posting your problem publicly on the Hooktheory forum is a solid next step. If all else fails, you can file a complaint with the Better Business Bureau (BBB) online. BBB works, but prepare to wait. Hooktheory will usually get a notification, which can prompt a response.

Subject: Urgent: Unresolved Technical Issue on Account [[Your Email]] - Project [[Project Name or ID]]

Hi team,

I am writing again to resolve an issue I first reported on [[Date]]. My problem remains unsolved and it's preventing me from using the software I'm paying for.

Specifically, my Hookpad project located at [[Link to Project]] has a critical bug where [[describe the bug, e.g., the audio playback is completely distorted after adding a new instrument]]. Frankly, having to spend my time chasing down a fix for a core feature has been very frustrating.

To resolve this, I need you to acknowledge this issue and provide a timeline for a fix or a functional workaround. I require a written confirmation that this is being investigated.

Please be aware that if this isn't resolved or I don't receive a satisfactory response within 3 business days, my next step will be to file a chargeback with my credit card company for services not rendered.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Create a screen recording. Don't just describe the bug, show it. Use a free tool like Loom or QuickTime to record your screen and send them the link. It ends any debate about what's happening.
• Post on the public forum. A private email can be ignored. A public post titled 'Critical Bug Preventing Work' is harder to overlook, and other users might even chime in with their own experiences.
• Reference other users. Find a forum thread where someone reports the same issue. In your email, say 'I am experiencing the same issue reported in forum thread #12345.' This shows it's a wider problem, not just your computer.

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